FAQs

Customer Service

Contact us

Customer Service Hours:
Our regular customer service hours are Monday through Friday, 8:30 AM – 4:30 PM CT.

Live Chat:
The fastest way to reach us is via our live chat feature, located in the lower right-hand corner of our website. Chat allows for real-time support so we can assist you promptly.

Email Support:
Prefer email? You can reach our customer service team at support@roman.com or by clicking here. Our team is committed to responding as quickly as possible to provide the help you need.

Business Hours

Monday–Friday: 8:30 AM – 4:30 PM CT.

Holiday Closures

Our offices are closed on the following holidays:
• New Year’s Day
• Good Friday
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day & the following Friday
• Christmas Eve
• Christmas Day

 

Placing an Order

E-Gift Cards

• Looking to purchase a digital gift card? Click here to get started. You can choose any whole dollar amount between $50 and $300. Your digital gift card will be delivered to your email within an hour of placing your order.
• They do not expire, so you can use them anytime. If you experience any issues while redeeming a e-gift card, contact us and we’ll be happy to assist.
• E-Gift cards cannot be used for international orders.

Redeeming a Promo Code

We appreciate your interest in saving with Roman! Please note that promo codes found on third-party coupon websites are not valid on our site. 

If you come across an invalid code, please contact our Customer Service team with the code and the link to where you found it. 

Discounts and sales

• At Roman, we take pride in offering a carefully curated collection of products designed to celebrate life’s everyday moments and meaningful milestones. Because each item is crafted to be truly special, we typically do not offer site-wide promotions or blanket discounts.
• Looking for great deals? Visit our Sale section, where we regularly feature select items at 10–70% off their original prices.

Payment options

We offer several convenient payment methods to make your shopping experience as smooth as possible:

• Major credit and debit cards (Visa, MasterCard, American Express, Discover)
• Apple Pay (Available on Apple devices using Safari)
• PayPal
• Prepaid gift cards (such as Visa or MasterCard)
• Roman E-gift cards – can be used for full or partial payment; multiple gift cards may be applied to a single order

 

Checking gift card balance

• You can easily check your Roman gift card balance by clicking here.

Redeeming a gift card

• Gift cards can be applied during the checkout process. After entering your shipping address and selecting a shipping method, continue to the payment section. There, click on “Gift Card” and enter your gift card number.
• You can use more than one gift card on an order—just be sure to enter and apply each gift card one at a time.

 

Important Notes:

• With the exception of Roman gift cards, we are unable to accept multiple payment methods on a single order (e.g., combining a prepaid card with a credit card).
• When using a prepaid gift card, please ensure the full order amount is covered by the card. Be sure to register your billing address with the card issuer before placing your order.
• We do not accept wire transfers, purchase orders, or layaway as forms of payment at this time.

Need help redeeming a Roman gift card or promo code? Click here.

 

 

Sales Tax

We only charge sales tax on shipping for orders delivered within Illinois.

If you or your organization is tax-exempt, please click here for more information on how to submit your exemption details.

Tax-Exempt Orders

At this time, our checkout does not offer an option to indicate tax-exempt status. We understand this may be an inconvenience, but we’re happy to help process a refund for any sales tax charged on eligible orders.

To request a tax refund, please contact our Customer Service team and include the following in your message:

• Your order number
• A PDF copy of your tax-exempt Card

Once we receive your request and documentation, we’ll begin processing your refund promptly.

 

Order Updates and Tracking

A quick note:

• Unfortunately, we’re unable to guarantee edits or cancellations for international orders once they’ve been placed.
• Price-related changes- such as adding or removing items—cannot be made after an order is submitted.

Confirmation Email & Tracking

After placing your order, you’ll receive a confirmation email within a few minutes. This will include your order number, item details, and total cost (including shipping and any applicable taxes).

Once your order ships, you’ll get a second email with your tracking information. Please note that tracking may take up to 24 hours to update after the order has shipped.

Can’t find your email?
Try searching for Roman.com in all your email folders—including spam or junk. If you still don’t see it, you can check your order history in your Roman account, or contact us here, and we’ll be happy to help.

Checking the status of an order

Track Orders

Easily check your order status or make changes by following these steps:

• Visit our Track Orders page (you’ll find the link at the bottom of our website).
• Enter your order number—just the number, without the dash or shipment ID (e.g., 1002).
• Provide the billing ZIP code you used at checkout.

From there, you’ll be able to view your order status.

Order Lookup

Use our Order Lookup tool to:

View the items in your order, selected shipping method, and estimated delivery timeframe

Check the current status of your order

Access your tracking number and see real-time delivery updates from the carrier

Your Roman Account

Sign in to your Roman account here.

Click “View Orders” to see your full order history.

Please note: If you weren’t signed into your account when placing your order, it won’t appear in your order history. You can still check your order status by following the steps in our Track Orders section.

If your order is delayed or appears to be stuck in transit, please click here for instructions on how to report the issue through our online portal.

 

Order Is Late or Not Delivered

We’re sorry to hear your order hasn’t arrived!

First, we recommend checking the delivery status using the tracking email we sent, or by visiting the Track Orders link at the bottom of our website.

Please note: Orders may be delivered as late as 8 PM local time, so we suggest waiting until after that time before reporting a package as delayed or missing.

If your order still hasn’t arrived, please contact our Customer Service team with your order number and billing ZIP code. We’ll be happy to assist you with the next steps.

Tracking Hasn’t Been Updated

We’ll email you tracking details as soon as your order is assigned a tracking number—usually just a few hours before it’s picked up by the carrier. Tracking typically updates by 7 PM CT, Monday through Friday, once the carrier scans the package into their system.

If your tracking hasn't updated yet, we recommend checking again after 10 PM CT.

Sometimes tracking is assigned over the weekend, but carriers may not scan the package until Monday evening. In that case, please check back after 10 PM on Monday.

Returns and Shipping

Return Policy

30-Day Return Policy

We want you to be completely satisfied with your purchase! If you're not 100% happy with your item, you may return it within 30 days of delivery.

Please note:

• Original shipping charges are non-refundable
• Customers are responsible for return shipping costs, unless the item arrives damaged or defective
• A 20% restocking fee will be deducted if items are returned in a condition unsuitable for resale.

Return Instructions

To ensure a smooth return process, you must obtain a Return Authorization (RA) number before sending your item back.

To request an RA number:

• Use Live Chat on our website, or
• Email support@roman.com with your order number and billing ZIP code

Returns sent without prior authorization are not eligible for a refund.

Damaged or Defective Items

If your item arrived damaged or defective, please contact us right away via chat or email at support@roman.com. Be sure to include your order number, billing ZIP code, and photos (if applicable).
For damaged items, we will provide a prepaid return label.

Return Processing Time

Once your return arrives at our warehouse, please allow up to 3 weeks for it to be received, inspected, and refunded. A confirmation email will be sent once your refund is processed

 

Shipping Your Return

1. Pack the item securely in its original packaging if possible. Include the packing slip if available.

2. Attach the UPS return label to the outside of the box.

3. Drop the package off at any UPS location or give it to a UPS driver.

4. For returns not using a prepaid label, we recommend using a trackable and insured shipping method to ensure safe delivery.

Our Return Address:

Roman.com Returns

472 Brighton Drive

Bloomingdale, IL 60108

Attn: Roman.com Returns Department

RETURN AUTHOIZATION (RA)# ___________________________________________

Refunds

• Refunds are issued for returned items only and do not include shipping costs.
• Refunds will be processed to your original payment method within 30 days of receiving your return.
• Most refunds appear on your account within 3–5 business days after processing.
• If the item was a gift, you will receive a Roman gift card.
• If the original credit or debit card is canceled, expired, or the account is closed, you will receive a Roman gift card.
• We reserve the right to decline return or refund requests we believe to be fraudulent, abusive, or excessively repetitive.

Returns that aren't received at our warehouse within 10 days of requesting a return label will be automatically closed in our system

 

 

Exchanges

At this time, we do not offer direct exchanges. If you'd like a different item, simply return your original purchase for a refund, and then place a new order for the item you’d like.

Reporting an Order Problem

We’re sorry to hear there’s an issue with your order, and we’re here to help make it right!

The quickest way to get assistance is by reporting the problem through our live chat. Make sure to have your order number and billing ZIP code ready to get started.

You can also check your order status anytime using the Track Orders link located at the bottom of our website.

Shipping options and costs

Carriers & Tracking

We ship most orders via UPS or the U.S. Postal Service. Once your order leaves our warehouse, you’ll receive a confirmation email with your tracking number so you can follow your shipment’s progress.

Holiday Shipping

During the holiday season, we recommend placing your order as early as possible. While our carriers work hard to deliver on time, unforeseen delays can occur, and deliveries may take longer than expected.

U.S. Standard Deliveries

We offer Free Standard Shipping on orders over $99.99 shipping within the 48 contiguous U.S. states.

Please Note: Some oversized or heavy items may not qualify for free or flat-rate shipping promotions. Any additional shipping costs will be clearly noted on the product detail page.

Please note the following shipping rates for orders up to $99.99: 

Orders up to $30.00 - $2.99

Orders $30.00-$69.99 - $6.99

Orders $70.00 - $99.99 - $9.99

Shipping to Alaska, Hawaii, Puerto Rico, APO/FPO, Mexico & Canada

We’re currently unable to offer free or flat-rate shipping to these locations.

To place an order, please contact us via chat or email us at support@roman.com. In your message, be sure to include:

• The items you’d like to purchase
• Your full shipping address
• A phone number where we can reach you

Our team will respond with a custom shipping estimate based on your order and location.

Security & Privacy

Website security

Website Security Guarantee

We've taken several steps to make sure that your shopping experience at Roman.com is both safe and secure. We utilize the industry-standard SSL protocol (Secure Sockets Layer) to protect all credit card transactions. This SSL system encrypts the information you provide through our website when placing an order, making it very difficult for anyone to access your personal details, order information, or credit card data.

When you reach the checkout, you’ll see our URL change from http://roman.com to https://roman.com. The 's' in 'https' means that you are in a secure section of our website.

Privacy policy

For detailed information regarding how we collect, use, and protect your personal information, please visit our Privacy Policy. This document outlines our commitment to safeguarding your privacy and explains the types of data we gather, the purposes for which we use it, and the measures we take to ensure its security. You can read our Privacy Policy by clicking on the following link.